Mark Navarro Sr
Mesa,Arizona
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty.
Overview
12
12
years of professional experience
Work History
Customer Service Representative
Jiffy Lube Oil Change Center
02.2024 - 06.2024
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
Work sabbatical
03.2023 - 02.2024
Paused career to care for my mother who became very ill due to Chronic myelomonocytic leukemia (CMML) which is cancer of the blood.
Lube Tech/ Asst. Manager
JACKSONS CAR WASH
03.2021 - 03.2023
- Kept shop areas neat, clean, and free of safety hazards
- Greeted customers and answered questions about oil changes and other services
- Educated customers on vehicle systems operation and recommended regular maintenance schedules to promote optimal vehicle functionality
- Installed wiper blades and headlamps and confirmed items' functionality to promote safe vehicle operation
- Inspected vehicles to determine need for changing oils and filters and provided feedback to customers
- Engaged in customer follow-up phone calls to promote quality and consumer satisfaction
- Changed oil and filters in customer vehicles and safely disposed of used oil in approved receptacles.
Head of Lube Sales
COBBLESTONE AUTO SPA
10.2016 - 12.2019
- Resolved escalated customer issues to drive client retention
- Maintained customer loyalty through strong interpersonal skills and conflict resolution techniques
- Coached sales associates in product specifications, sales incentives, and selling techniques, significantly increasing customer satisfaction ratings
- Monitored customer buying trends, market conditions, and competitor actions to adjust strategies and achieve sales goals
- Negotiated and closed agreements with large customers and monitored and analyzed performance metrics
- Exceeded targets by building, directing, and motivating high-performing sales team
- Developed sales strategy based on research of consumer buying trends and market conditions.
Education
HIGH SCHOOL DIPLOMA -
Mesa High School
01.2004
Skills
- Customer Service
- Problem-solving abilities
- Active Listening
- Critical Thinking
- Customer Relations
- Computer Proficiency
- Conflict Resolution
- Complaint Handling
- Payment Processing
- Customer satisfaction measurement
- Professional telephone demeanor
- Follow-up skills
- Product Knowledge
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Customer Service Representative
Jiffy Lube Oil Change Center
02.2024 - 06.2024
Work sabbatical
03.2023 - 02.2024
Lube Tech/ Asst. Manager
JACKSONS CAR WASH
03.2021 - 03.2023
Head of Lube Sales
COBBLESTONE AUTO SPA
10.2016 - 12.2019
HIGH SCHOOL DIPLOMA -
Mesa High School